Testing routing rules

Inquiries and sales

Testing routing rules

On Studio and Private Office, test ordered rules with sample inputs before enabling them.

Before you start

Studio or Private Office

Steps

Open Routing and add a rule with a name, conditions, destination, and fallback.
Use Test with sample inputs; read the matched conditions, the winning rule, and the final recipient.
Run a no-match test and confirm it reaches the fallback queue.
Enable the rule. Reordering explains that future assignments may change.

Expected result

Every branch has a known result; no customer email is sent by a test.

If something goes wrong

Disable a rule temporarily without losing it.